Customer Care Associate

About This Role

The Customer Care Associate will be responsible for frontline member care as part of Evvy’s growing Ops team. You will proactively engage with customers and ascertain best practices in order to exceed our customer's health and wellness goals and expectations. We are seeking a highly motivated, proactive, and detail-oriented Customer Care Associate to own day-to-day customer support operations, resolve complex customer issues, optimize processes, and elevate the end-to-end customer journey

The ideal candidate can quickly learn Evvy’s product line, internal tech stack, testing journey, and support tools to solve problems seamlessly. Ultimately, this role is responsible for ensuring every Evvy member has an excellent experience, from the moment they order a kit through receiving their results, into care and treatment, and on to retesting.

This is a great fit for someone early in their career who is customer-centric, tech-savvy, and process-oriented - someone who wants real ownership over a visible, high-impact piece of the customer experience, is energized by spotting patterns (not just closing individual tickets), and wants to grow inside a fast-moving, mission-driven healthcare startup.

What You'll Do

• Deliver Fast, High-Quality Support
• Own a live queue across email and chat with a first-response target of under 24 hours without letting quality slip as volume climbs.
• Be empathetic towards customers and communicate effectively and knowledgeably with different personality types as their main touchpoint
• Give every member a complete, accurate answer on the first reply. This means delivering true 1-touch resolution where every question is addressed and nothing punted to a follow-up.
• Close every loop you open: confirm the issue is actually resolved, follow through on every commitment.
• Proactively Monitor & Communicate
• Track each user’s journey through test and care end-to-end so that we can provide proactive updates at key moments where timely, high-touch communication matters most.
• Own daily monitoring of delivery, lab turnaround, and results exceptions using our internal trackers and dashboards, and escalate patterns.
• Partner with Ops leadership to build and continuously refine the playbook for what “off track” looks like and when/how to reach out.
• Partner closely with Supply Chain, warehouse, and logistics partners to resolve fulfillment issues, shipping delays, inventory discrepancies, and order exceptions.
• Support Team & Process Scale
• Collect and surface recurring issues and root causes to Ops, Product, and Clinical - turning what you see in the queue into real fixes, not just closed tickets.
• Help maintain and improve SOPs, macros, tags, and the knowledge base as new products launch - ensuring our tools and processes are used consistently, filling gaps where needed, and updating documentation whenever changes happen.
• Partner closely with our offshore CX agents, 3PL, and lab partners to resolve fulfillment issues, shipping delays, and order exceptions that put a member’s timeline at risk.
• Support onboarding and training as the care team grows.

What We're Looking for

• 1-3 years of experience in customer experience, operations, or a related fast-paced/startup environment - healthcare experience is a plus, not a requirement.
• Strong triage judgment. You make fast, sound calls on what’s yours to resolve versus what needs to go to Ops, Coaching, or Clinical, and understand why getting that line right matters more here than almost anywhere else.
• A sharp, warm written communicator. You can produce a friendly, complete and precise answer under time pressure, not just a grammatically correct one.
• High emotional intelligence, rooted in "start with why". You center the patient by listening first - reading what's underneath a message (fear, frustration, confusion) - and you tie your response back to what they actually need, calibrating your tone without being told to.
• A proactive instinct. You’d rather flag a problem or reach out before someone asks than wait for the ticket to arrive.
• A self-starter. You don't need heavy oversight to figure out what to do next; you take ownership and move without waiting to be told.
• Holds the bar steady under volume. Ticket 50 gets the same care as ticket 1, and treats every commitment as owned until it’s actually resolved.
• Efficient and effective in multi-tasking. You should enjoy working on multiple things at once.
• A quick learner who likes building on process rather than just following it.
• Comfortable being measured against concrete metrics (response time, CSAT, first contact resolution) and treats feedback as fuel, not criticism.
• Genuine interest in women’s health and Evvy’s mission.

Working at Evvy

Evvy is a primarily in-person team based in New York, NY with a strong culture of collaboration and connection. We work from the office 4 days a week (Wednesdays remote), and we genuinely enjoy spending time together: team dinners, happy hours, and shared wins are part of the rhythm here.

Company Benefits

• Competitive salary and equity package
• Flexible PTO
• $1K learning and development budget
• Health, dental, and vision insurance, plus HSA plans
• 401(k) plan (Roth and traditional)
• Monthly team events
• Free Evvy membership
• Paid parental leave

All communications will come from an @evvy.com email address.